Frequently Asked Questions (FAQ)

General

What is Trustana Wholesale? / How does Trustana Wholesale work?

We are a curated B2B wholesale platform for sourcing high quality food products:

  • Already imported and ready-to-sell
  • From international suppliers new to Southeast Asia
  • Pre-screened and are consumer-approved bestsellers

Trustana Wholesale provides a consumer-like buying experience for your retail needs. Simply browse our collections, pick your favourites and add to cart.

 

Are you available in my country?

Trustana Wholesale is currently available to Singapore and Malaysia. We are working to bring our platform to more markets - stay tuned!

 

Is it free to use Trustana? 

Absolutely. We do not charge additional fees when you buy from our platform. 

 

I am a supplier. Can I list my products on your website?

Please contact our customer support team at support@trustana.com and we will arrange for a discussion.

 

Products 

Do I have to pay for import duties? 

No, as the products are already imported and ready for local delivery.

 

What if the product I would like to purchase is out of stock?

Please contact our customer support team at support@trustana.com and we will inform you when the product is available again.

 

Is there a minimum order?

No there isn’t. We will be able to accept your order as long as the minimum order quantity (MOQ) for each item is met. You may find the MOQ details on each of the respective product listings.

 

What if the item I received has expired / is defective? 

Our stocks have a minimum guaranteed shelf life of 3 months* from the date of shipment. However, in the unlikely event that the goods you received have expired, please reach out to our customer support team at support@trustana.com.

*for regular priced items

 

Orders & Account

How do I place an order?

To place an order, first create an account here. Once your account is created, browse our collection of products and add them to your cart.

When you are ready, select the “Checkout” button, confirm your order details and delivery address. Submit your order and complete payment. 

If you have a discount code, you will need to enter this on the Checkout page for the offer to be automatically applied. Please note that we are unable to apply the discount after checkout.

 

How do I know if my order has gone through?

You will receive a confirmation email upon successful checkout. Another email with your tracking number will be sent once your order is shipped.

Please reach out to our customer support team at support@trustana.com with your Name and Order ID if you run into any issues.

 

I am facing issues with logging in / creating an account

Please contact our customer support team at support@trustana.com.

 

Can I change or cancel my order after payment has been made?

Orders may only be changed or cancelled prior to being shipped. Please reach out to our customer support team at support@trustana.com as soon as possible.

Refer to our terms of service for more details.

 

Can I refund my items?

We are sorry that you are dissatisfied with our products. Please refer to our refund policy here. If you still need further assistance, please contact our customer support team at support@trustana.com and let us know how we can help.

Refer to our terms of service for more details.

 

Payments

What payment methods are available?

We accept e-payments via credit cards (Visa, Mastercard, AMEX), Paypal, Apple Pay and Google Pay.

 

When do I need to pay for my order?

You will be prompted to complete payment online during checkout. Simply enter your credit card information (or your preferred payment method) to proceed.

We do not offer credit terms at the moment.

 

Is your site secure?

Yes, our store is PCI Level 1 compliant by default so you can rest assured your payment info and personal data are safe.


What is PCI?
The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

 

My promo code is not working / How do I use my promo code?

If you have a discount code, you will need to enter this on the Checkout page for the offer to be automatically applied. Please ensure that you have met the terms and conditions required to activate the discount. 

If you require further assistance, please contact our customer support team at support@trustana.com.

 

Shipping & Delivery

Where do you ship to?

We currently ship to Singapore and Malaysia.

 

How much is the shipping fee?

Your shipping fee will be auto-calculated at checkout. For fees and delivery lead time, refer to our guide.

 

When will my order be shipped?

Upon order confirmation, your order will be shipped within 1-2 working days. You will receive an email with a link to your tracking information once your parcel has been shipped from our warehouse.

 

How will my order be shipped?

Your order will be shipped from our warehouse and depending on your region, will take an estimated 3-10 days to reach you. Our Delivery Partner will attempt to contact you to confirm delivery.

 

How can I track my order shipment?

To track an order, click on the tracking link in your shipping confirmation email and enter your tracking number (found in the same email) when prompted.

 

I did not receive my order / I have missing items from my order

If you encounter any discrepancies in your order, please reach out to our customer support team at support@trustana.com with your Name, Order ID and issue faced within 3 days from your delivery date. We will do our best to assist you in resolving the matter.

 

Do you offer dropshipping?

We are offering dropshipping to a select group of partners at the moment. If you are keen to explore further, please reach out to our customer support team at support@trustana.com to arrange for a discussion.

 

Still have questions or need additional help? Contact us via email.